Technical Customer Service Analyst
Apply locations Wallingford, UK
Time type: Full time
Posted on: Posted 2 Days Ago
Job Requisition ID: R41941
Job Description:
Gladstone is a leading provider of software solutions in the health and leisure sector, dedicated to empowering gym operators to enhance their services and deliver exceptional experiences to their clients.
We are seeking a motivated and detail-oriented Customer Service Agent to join our software support desk. In this role, you will be the first point of contact for gym operators, providing technical assistance and support to effectively use our software.
You will be responsible for:
* Being the vital first point of contact for our customers who have questions or need help through multiple channels (telephone / portal / webchat).
* Responding to enquiries from gym operators regarding software usage, troubleshooting issues, and providing solutions.
* Triage technical software information and resolve issues efficiently.
* Providing “hands on” software maintenance and support to our customers across the Gladstone Software product range.
* True case/customer ownership, keeping the customer informed throughout.
* Meeting our SLA’s and other KPI’s (centred around quality, value, satisfaction, and speed).
* Educating users on software features and best practices.
* Collaborating with team members to identify recurring issues and contribute to knowledge base documentation.
* Gathering feedback from users to help improve software functionality and user experience.
* Identifying opportunities to enhance customer experience.
* Maintaining remote access/support documents and customer records accurately.
* Contributing to best practice and continuous improvement activities.
* Identifying customer needs and maximising sales opportunities.
Business Unit:
Gladstone Software
Scheduled Weekly Hours:
37.5
Number of Openings Available:
1
Worker Type:
Regular
IS THIS YOU?
At Jonas we have long realised that our greatest asset is our employee base. We strive to provide our team with a fantastic working environment and an enriching career.
Jonas Software is an Equal Opportunity Employer.
If you need accommodation for a disability at any stage of the application process or want more information on our accommodation policies, contact recruitment at careers@jonas-group.co.uk
#J-18808-Ljbffr